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Service Improvement Lead

Job Description

Job title: Call Centre Service Improvement Lead

Location: London SE1 (Mainly working from home with occasional meeting in London once a quarter)

Start Date: ASAP

Contract Type: Temporary

Weekly Hours: 36 hours per week

Job Purpose

The Service Improvement Lead will be responsible for leading the activities, actions, and identifying changes within the contact centre department. This is a technical role that requires a good understanding of contact centre operations and how they run. The successful candidate will work with a group of 7/8 people to help deliver the changes.

Principal accountabilities:

  • Lead the activities, actions, and identify changes within the contact centre department
  • Work with a group of 7/8 people to help deliver the changes (HRBP, BA, FBP, SI Manager)
  • Ensure effective stakeholder management and communication
  • Utilise expertise in LEAN methodology to prioritise continuous improvement
  • Develop a deep understanding of telephony work, forecasting, and scheduling agent adherence

Candidate Profile

  • Experience facilitating change in a contact centre environment
  • Highly organised with the ability to manage multiple moving parts
  • Flexible in their approach to deal with a multitude of different stakeholders
  • Resilient and able to adapt to change
  • Excellent stakeholder management and communication skills

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to